Ambiguity resolving conversational understanding system
First Claim
1. A network-based ambiguity resolving conversational understanding system, the system comprising:
- at least one processor; and
memory, operatively connected to the at least one processor and storing instructions that, when executed by the at least one processor, cause the at least one processor to;
receive, via a network, a natural language input from a user computing device;
identify an agent action based, at least in part, on the natural language input;
determine an ambiguity in the agent action;
determine an ambiguity value associated with the ambiguity in the agent action;
evaluate the ambiguity value against a criticality level associated with the agent action, the criticality level corresponding to a consequential severity of performing an incorrect agent action, wherein the criticality level decreases when the agent action is reversible;
when it is determined that the ambiguity value meets the criticality level;
select a prompting action based, at least in part, on the ambiguity in the agent action, wherein the prompting action comprises one or more of an audio feedback output by an audio component of the user computing device and a visual feedback provided on a display of the user computing device;
initiate performance of the prompting action by the user computing device;
receive additional input in response to the prompting action; and
update the agent action to resolve the ambiguity based, at least in part, on the additional input; and
initiate performance of the agent action.
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Accused Products
Abstract
Systems, components, devices, and methods for resolving ambiguity in a conversational understanding system are provided. A non-limiting example is a system or method for resolving ambiguity in a conversational understanding system. The method includes the steps of receiving a natural language input and identifying an agent action based on the natural language input. The method also includes the steps of determining an ambiguity value associated with the agent action and evaluating the ambiguity value against an ambiguity condition. The method includes the steps of when determined that the ambiguity value meets the ambiguity condition: selecting a prompting action based on the ambiguity associated with the identified agent action, performing the prompting action, receiving additional input in response to the prompting action, and updating the agent action to resolve the ambiguity based on the additional input. The method also includes the step of performing the agent action.
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Citations
20 Claims
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1. A network-based ambiguity resolving conversational understanding system, the system comprising:
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at least one processor; and memory, operatively connected to the at least one processor and storing instructions that, when executed by the at least one processor, cause the at least one processor to; receive, via a network, a natural language input from a user computing device; identify an agent action based, at least in part, on the natural language input; determine an ambiguity in the agent action; determine an ambiguity value associated with the ambiguity in the agent action; evaluate the ambiguity value against a criticality level associated with the agent action, the criticality level corresponding to a consequential severity of performing an incorrect agent action, wherein the criticality level decreases when the agent action is reversible; when it is determined that the ambiguity value meets the criticality level; select a prompting action based, at least in part, on the ambiguity in the agent action, wherein the prompting action comprises one or more of an audio feedback output by an audio component of the user computing device and a visual feedback provided on a display of the user computing device; initiate performance of the prompting action by the user computing device; receive additional input in response to the prompting action; and update the agent action to resolve the ambiguity based, at least in part, on the additional input; and initiate performance of the agent action. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 20)
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10. A method for resolving an ambiguity in a conversational understanding system, comprising:
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receiving, at a computing device, a speech input from a user; performing automatic speech recognition on the speech input; identifying an agent action based, at least in part, on the speech input; determining whether there is an ambiguity in the agent action; when it is determined that there is an ambiguity in the agent action, determining a criticality level of the agent action, the criticality level being based, at least in part, on a severity of one or more unintended consequences of taking an agent action that was not intended by the user, wherein the criticality level decreases when the agent action is reversible; when it is determined that the criticality level is above a threshold; providing a prompting action based, at least in part, on the ambiguity in the agent action, the prompting action being one or more of an audio prompt output by an audio component of the computing device and a visual prompt output on a display of the computing device; receiving additional input in response to the prompting action; and updating the agent action to resolve the ambiguity based, at least in part, on the additional input; and performing the agent action. - View Dependent Claims (11, 12, 13, 14, 15)
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16. A computing device, comprising:
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at least one processor; and a memory coupled to the at least one processor and storing instructions that, when executed by the at least one processor, perform a method, comprising; receiving, by the computing device, an initial natural language input; identifying an agent action based, at least in part, on the initial natural language input; determining whether there is an ambiguity in the agent action; when it is determined that there is an ambiguity in the agent action, determining a criticality level of the agent action, the criticality being based, at least in part, on a consequence of performing an unintended agent action, wherein the criticality level decreases when the agent action is reversible; when it is determined that the criticality level is above a threshold; providing a prompting action based, at least in part, on the ambiguity in the agent action, the prompting action being one or more of an audio prompt output by an audio component of the computing device and a visual prompt output on a display of the computing device; receiving additional input; and using the additional input to update the agent action to resolve the ambiguity; and performing the agent action. - View Dependent Claims (17, 18, 19)
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Specification